Customer Support Agent
Description
Take the next step in your career by joining NHD, a leading provider of contractor management software solutions.
At NHD, we are building a leading product that defines the new market category of Contractor Management. We digitalize the entire engineer-to-pay process with our cutting edge data-driven & AI technologies.
NHD offers a niche source to pay cloud-based platform for labour and service procurement enabling clients and suppliers to seamlessly collaborate throughout all stages of project planning to payment for asset intensive operations.
Our technology helps bring immediate value to the biggest enterprises around the globe, and makes a direct impact on how external workforce is managed day-to-day. For fortune 2000 companies, transforming to an intelligent enterprise has become a key strategic priority. NHD; a traditional European company with many global clients is expanding rapidly into the US and Asian markets and is looking for talented employees to help maintain rapid growth.
At NHD, we value creativity and autonomy for our team. We do not have specific requirements regarding work location.
To help establish NHD as the market leader in contractor management solutions, we need you as a Customer Support Agent.
In this role, you will be responsible for the analysis, diagnosis, and recovery of complex technical client issues. This will involve close engagement and interaction with our customers and at times with our development team.
Your activities
- Provide in-depth technical support for customer issues across the entire AES/32 solution
- Drive and resolve complex Tickets according to ITSM processes
- Qualify problems or defects for close collaboration with NHD Development and Product Management
- Participate and drive regular Root Cause Analysis (RCA) cycles to improve our Support Knowledge base
- Contribute to Continual Service Improvement (CSI) cycles and initiatives of NHD and NHD’s Support Organisation
- Participate in project delivery/solution implementation activities for NHD’s clients
- Manage and actively participate in the full life cycle of a solution deployment through the design/build/test and go live phase
- Become an expert in the AES/32 solution and guide the clients in the ticket resolution as appropriate
- Proactively communicate and provide design and configuration options to the client to drive most value of the deployment
- Provide solution feedback to the development team
- Participate in new solution development discussions and actively bring in new ideas
Desired skills & experience
- “Customer First” attitude
- An education in the field of IT, Computer Science, Engineering, or similar
- Experience working as Support Agent, ideally experience handling complex technical issues.
- A natural desire to learn new solutions
- Have a structured approach to analyse and resolve issues
- Ideally, experience with database systems and SQL
- Customer contact experience, communication and service-oriented
- High degree of self-motivation and being able to work independently with minimal supervision
- Strong drive to learn and proactively bringing in new ideas
What's in it for you?
- 28 days annual leave + public holidays
- Attractive compensation models (best-in-class salary, referral bonus, flexible working hours, etc).
- Onboarding & daily work can be done 100% remote
- Learning & Development: individual budget to further your personal & professional development
- Set the path and be part of untapping a whole new market
- Be part of the early joiners of a company that has aspiration and potential to grow exponentially
- At NHD, work & fun go hand in hand!
To apply for this position, send your resume and cover letter to info@nhd.com.
